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Become A Senior Support Analyst

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Working As A Senior Support Analyst

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $80,890

    Average Salary

What Does A Senior Support Analyst Do

Computer support specialists provide help and advice to people and organizations using computer software or equipment. Some, called computer network support specialists, support information technology (IT) employees within their organization. Others, called computer user support specialists, assist non-IT users who are having computer problems.

Duties

Computer network support specialists typically do the following:

  • Test and evaluate existing network systems
  • Perform regular maintenance to ensure that networks operate correctly
  • Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems

Computer network support specialists, also called technical support specialists, usually work in their organization’s IT department. They help IT staff analyze, troubleshoot, and evaluate computer network problems. They play an important role in the routine maintenance of their organization’s networks such as performing file backups on the network. Maintenance can be performed daily, weekly, or monthly and is important to an organization’s disaster recovery efforts. Solving an IT problem promptly is important because organizations depend on their network systems. Network support specialists may assist the organization’s computer users through phone, email, or in-person visits. They often work under network and computer systems administrators, who handle more complex tasks.

Computer user support specialists typically do the following:

  • Pay attention to customers’ descriptions of their computer problems
  • Ask customers questions to properly diagnose the problem
  • Walk customers through the recommended problem-solving steps
  • Set up or repair computer equipment and related devices
  • Train users to work with new computer hardware or software, such as printers, word-processing software, and email
  • Provide other team members and managers in the organization with information about what gives customers the most trouble and about other concerns customers have

Computer user support specialists, also called help-desk technicians, usually provide technical help to non-IT computer users. They respond to phone and email requests for help. They can usually help users remotely, but they also may make site visits so that they can solve a problem in person.

Help-desk technicians may solve a range of problems that vary with the industry and the particular firm. Some technicians work for large software companies or for support service firms and must give instructions to business customers on how to use business-specific programs such as an electronic health records program used in hospitals or physicians’ offices. Sometimes they work with other technicians to resolve problems.

Other help-desk technicians work in call centers, answering simpler questions from non-business customers. They may walk customers through basic steps in re-establishing an Internet connection or troubleshooting household IT products such as a Wi-Fi router.

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How To Become A Senior Support Analyst

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Senior Support Analyst Jobs

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Senior Support Analyst Career Paths

Senior Support Analyst
Systems Engineer Information Technology Manager Information Technology Director
Chief Information Officer
11 Yearsyrs
Senior Systems Analyst Senior Software Engineer
Chief Technology Officer
11 Yearsyrs
Information Technology Director Business Owner Technical Support Specialist
Help Desk Manager
6 Yearsyrs
Information Technology Manager Information Technology Administrator Systems Analyst
Information Systems Manager
6 Yearsyrs
Senior Consultant Systems Architect Systems Administrator
Information Technology Contractor
6 Yearsyrs
Systems Administrator Information Technology Manager
Information Technology Director
10 Yearsyrs
Systems Administrator Network Engineer Network Administrator
Information Technology Manager
8 Yearsyrs
Senior Analyst Senior Consultant Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Information Technology Consultant Senior Consultant Information Technology Manager
Information Technology Support Manager
8 Yearsyrs
Information Technology Manager Management Consultant Information Technology Consultant
Level Senior Technician
6 Yearsyrs
Senior Analyst Project Manager Information Technology Project Manager
Senior Information Technology Manager
10 Yearsyrs
Senior Business Analyst Expert Support Specialist
Senior Support Specialist
5 Yearsyrs
Systems Engineer Senior Software Engineer Technical Analyst
Senior Technical Analyst
7 Yearsyrs
Senior Systems Engineer Lead Technician Technical Support Specialist
Senior Technical Support Specialist
5 Yearsyrs
Senior Systems Analyst Project Manager Information Technology Project Manager
Service Delivery Manager
11 Yearsyrs
Information Technology Consultant Information Technology Administrator Systems Engineer
Systems Manager
7 Yearsyrs
Senior Systems Engineer Technical Consultant Sales Engineer
Technical Account Manager
7 Yearsyrs
Project Manager General Manager Technician
Technical Manager
7 Yearsyrs
Senior Consultant Information Technology Project Manager Service Delivery Manager
Technical Services Manager
7 Yearsyrs
Project Manager Information Technology Project Manager Information Technology Director
Vice President Of Information Technology
12 Yearsyrs
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Help others decide if this is a good career for them

Average Length of Employment
PC Support Analyst 3.1 years
Systems Support 2.6 years
Support Analyst 2.3 years
Top Careers Before Senior Support Analyst
Consultant 6.4%
Analyst 2.6%
Supervisor 2.5%
Top Careers After Senior Support Analyst
Consultant 9.0%

Do you work as a Senior Support Analyst?

Senior Support Analyst Demographics

Gender

Male

69.0%

Female

29.2%

Unknown

1.8%
Ethnicity

White

58.2%

Hispanic or Latino

15.3%

Black or African American

11.8%

Asian

10.1%

Unknown

4.6%
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Foreign Languages Spoken

Spanish

51.4%

Portuguese

11.4%

German

8.6%

French

5.7%

Russian

5.7%

Swahili

2.9%

Mandarin

2.9%

Braille

2.9%

Hebrew

2.9%

Arabic

2.9%

Italian

2.9%
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Senior Support Analyst Education

Schools

University of Phoenix

18.8%

DePaul University

8.6%

University of Maryland - University College

7.0%

Strayer University

5.5%

Pennsylvania State University

4.7%

Kaplan University

4.7%

Capella University

4.7%

Wake Technical Community College

3.9%

New Jersey Institute of Technology

3.9%

George Mason University

3.9%

University of Houston

3.9%

University of Missouri - Saint Louis

3.9%

Drexel University

3.9%

Bellevue University

3.9%

University of Akron

3.1%

Austin Peay State University

3.1%

University of South Florida

3.1%

Tennessee State University

3.1%

Middle Tennessee State University

3.1%

Temple University

3.1%
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Majors

Business

20.1%

Computer Science

15.9%

Computer Information Systems

11.5%

Information Technology

7.7%

Electrical Engineering

4.6%

Management Information Systems

4.4%

Information Systems

4.4%

Finance

4.2%

Management

3.0%

Computer Networking

3.0%

Project Management

2.7%

Communication

2.7%

Accounting

2.6%

Psychology

2.3%

Marketing

2.1%

Electrical Engineering Technology

1.9%

Computer Technical Support

1.9%

Computer Applications

1.9%

Liberal Arts

1.6%

Computer Systems Security

1.6%
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Degrees

Bachelors

43.0%

Other

21.5%

Masters

15.7%

Associate

11.9%

Certificate

5.6%

Diploma

1.5%

Doctorate

0.7%
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Part Time
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Temporary

Real Senior Support Analyst Salaries

Job Title Company Location Start Date Salary
Senior Support Analyst Barclays Services Corp. New York, NY Sep 27, 2015 $135,500
Senior Support Analyst Barclays Services Corp New York, NY Jul 23, 2015 $131,500
Associate, Senior Support Analyst Nomura America Services, LLC New York, NY Nov 01, 2016 $131,000 -
$141,000
Associate, Senior Support Analyst Nomura America Services, LLC New York, NY Jul 29, 2013 $126,000 -
$136,000
Senior Support Analyst SG Americas Operational Services, Inc. New York, NY Sep 01, 2016 $120,224
Senior Support Analyst SG Americas Operational Services, LLC New York, NY Sep 01, 2016 $120,224
Senior Support Analyst (Cross Assets) SG Americas Operational Services, Inc. New York, NY Aug 12, 2015 $117,000
Associate, Senior Support Analyst Nomura America Services, LLC New York, NY Aug 08, 2016 $115,000 -
$130,000
Associate, Senior Support Analyst Nomura America Services, LLC New York, NY Sep 21, 2015 $115,000 -
$125,000
Senior Principal Support Analyst Manhattan Associates, Inc. Atlanta, GA Jul 27, 2016 $111,592
Senior Support and System Analyst Guidewire Software, Inc. Foster City, CA May 24, 2016 $111,473 -
$131,473
Senior Support Analyst Barclays Services Corp. New York, NY Jul 01, 2014 $111,000 -
$148,000
SR Principal Support Analyst, CSO, Scope Manhattan Associates, Inc. Atlanta, GA Dec 05, 2016 $98,547 -
$120,930
Senior Principal Support Analyst, CSO, Scope Manhattan Associates, Inc. Atlanta, GA Apr 27, 2016 $98,547 -
$120,930
Senior Principal Support Analyst, CSO, Scope Manhattan Associates, Inc. Atlanta, GA Apr 08, 2016 $98,547 -
$120,930
Senior Support Analyst SVB Financial Group Tempe, AZ Jun 01, 2015 $97,115 -
$110,000
Senior Support Technical Analyst Dimension Data North America Fort Mill, SC Dec 21, 2015 $96,300
SR SAP Implementation Support Analyst Great-West Life & Annuity Insurance Company Greenwood Village, CO Oct 01, 2014 $95,451
SR. SAP Implementation Support Analyst Great-West Life & Annuity Insurance Company Greenwood Village, CO Jun 15, 2015 $95,243
SR. SAP Implementation Support Analyst Great-West Life & Annuity Insurance Company Greenwood Village, CO Sep 22, 2015 $95,243
Senior Support Analyst American Institute of Certified Public Accountants Durham, NC Feb 16, 2013 $83,580 -
$93,580
SR. Ecom Support Analyst Academy, Ltd. Katy, TX Sep 09, 2013 $82,500 -
$113,400
SR. Ecom Support Analyst Academy, Ltd. Katy, TX Oct 09, 2016 $82,500 -
$113,500
Senior Support Analyst Ecomm Websphere Commerce Academy, Ltd. Katy, TX Feb 20, 2015 $82,500 -
$113,400
Senior Support Analyst Ecomm Websphere Commerce Academy, Ltd. D/B/A Academy Sports and Outdoors Katy, TX Dec 11, 2015 $82,500 -
$113,400
Senior Support Analyst Sungard Investment Systems LLC Miami, FL Aug 01, 2014 $82,000
Senior Support Analyst Sungard Investment Systems LLC Miami, FL Sep 18, 2014 $82,000
Senior Support Analyst Sungard Investment Systems LLC Miami, FL Sep 13, 2013 $82,000

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Top Skills for A Senior Support Analyst

  1. Computer
  2. Remote Access
  3. Procedures
You can check out examples of real life uses of top skills on resumes here:
  • Managed and implemented asset inventory of computer hardware and software licenses.
  • Utilized remote access tool to solve problems Tier I and II technicians were not able to solve verbally.
  • Perform in-depth research and creative problem analysis and execute advanced troubleshooting procedures to resolve complex issues.
  • Provide timely and efficient technical support for industry used software and customer specific applications.
  • Resolved end-users computer issues ranging from hardware, software, desktop support backup, Blackberry and other wireless support.

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Top 10 Best States for Senior Support Analysts

  1. New York
  2. District of Columbia
  3. Massachusetts
  4. Delaware
  5. New Jersey
  6. Colorado
  7. Connecticut
  8. Minnesota
  9. Virginia
  10. Rhode Island
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  • (572 jobs)
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  • (167 jobs)
  • (1,074 jobs)
  • (902 jobs)
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